Air Canada lost a man’s custom-built wheelchair, offers $300 voucher and broken replacement | 24CA News
When the Hamilton household arrived on the Santiago de Chile Airport on Monday for the primary leg of their journey earlier than hopping on a cruise, they have been left within the lurch after Air Canada misplaced Jim Hamilton’s custom-built wheelchair.
“When that wheelchair wasn’t there, I went into panic mode because that’s his legs, that’s his safety, he has to have it,” stated Kathie Hamilton.
The Hamiltons, now in Viña del Mar, Chile, stay perplexed by the airline’s error, which has partially foiled their journey plans that had been set in stone for months.
“This trip was hugely important to us. I thought I dotted every I, crossed every box, and worried about all kinds of things, but I never once worried that the wheelchair that I left at the gate, at the very door of the airplane, would not show up,” stated Kathie in a Zoom name, with Jim by her facet.
Jim suffered a stroke two years in the past, leaving the fitting facet of his physique paralyzed. He additionally suffers from aphasia, which permits him to grasp all the things however can not verbally talk.
When he suffered the stroke, Kathie admits she was uncertain if the duo might ever journey once more however wished to make it a actuality. So, they employed a journey agent who specialised in working with travellers with accessibility necessities and realized {that a} cruise could be among the best methods to get round.
“He has to have a wheelchair, and his wheelchair, it’s custom-made, and he’s six-two, 250 lbs., you can’t stick him in some transport chair,” Kathie stated. “It’s just not safe.”
Jim Hamilton and his spouse, Kathie, pose for a photograph.
Supplied by Kathie Hamilton
In an announcement emailed to Global News, Air Canada stated they “regrettably” didn’t load the wheelchair on the flight to Chile.
“We fully appreciate the importance of mobility devices to their customers and have processes in place to ensure they travel safely with their owners, and we are reviewing why that did not occur in this case. We are following up with the customer directly to apologize and address their concerns and, as part of this process, we did immediately offer the customer a $300 goodwill gesture,” wrote an Air Canada spokesperson.
But, on the bottom, it was a special story for the Hamiltons.
When they landed and approached the Air Canada criticism division on the airport in Chile, Kathie stated they have been rebuked, with workers saying different folks have been lacking baggage, too. That commentary was thought of offensive by Kathie, who stated the airline clearly didn’t perceive the worth of getting correct accessibility tools for people who find themselves disabled.
“This isn’t a suitcase, these are his legs. You’ve taken away his legs,” she stated.
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In Jim’s custom-made wheelchair, the arms raise, there’s particular padding to restrict physique sores, and it’s a specialised peak to assist him get into chairs, vehicles and beds. Instead, in response to Kathie, he was given a loaner chair whose foothold fell aside and posed a major danger of harm.
“We’ve managed it, but it hasn’t been safe,” she stated.
Eventually, workers helped the Hamiltons transfer to a lodge in Chile, and so they got a contact quantity for a third-party wheelchair firm. Kathie contacted her daughter Wendy Elliot who went public with the story on Twitter.
Elliot stated Air Canada didn’t transfer on getting them their wheelchair till they contacted the media with their story.
Eliott thinks the corporate’s dealing with of the complete scenario exhibits that they don’t absolutely perceive the danger they’re inflicting somebody who’s disabled.
“What happens if he hurts himself or she hurts herself? What happens if Jim falls and she’s trying to transfer him because he’s in a chair that’s not appropriate for him?” stated Elliott.
Jim Hamilton poses with baggage in his custom-built wheelchair earlier than his flight to Chile.
Supplied by Kathie Hamilton
With her dad and mom being provided a “measly” $300 in a rustic the place they don’t communicate the language and are basically being instructed to acquire the wheelchair themselves, Elliott stated she was surprised by Air Canada’s response.
“I feel angry. Being so far away, you feel so helpless, the companies are so big, and you think, ‘What am I going to be able to do?’” she stated.
Air Canada has instructed the Hamiltons they plan to ship the wheelchair to Santiago, Chile, on Tuesday night, however the household is already in one other metropolis greater than an hour away. And with the Hamiltons set to board a cruise, they’re fearful they received’t get the wheelchair in time.
The complete expertise has left the household reconsidering in the event that they’d fly with the airline once more.
“They’re very not accessible, so I would definitely steer away from Air Canada,” stated Kathie.
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